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Abstract:

A computer-readable medium including an executable program for providing
an information guide of a first end user device to a user of the first
end user device is provided. The computer-readable medium includes a
device receiving code segment that receives an identifier of a second end
user device from the user. An uploading code segment, when executed,
initiates uploading of the information guide to the second end user
device based on the identifier of the second end user device received by
the device receiving code segment. The information guide includes
instructions for the first end user device.

Claims:

1. A non-transitory computer-readable medium including an executable
program for providing an information guide of a first end user device to
a user of the first end user device, comprising: a device receiving code
segment that receives an identifier of a second end user device from the
user; and an uploading code segment that, when executed, initiates
uploading of the information guide to the second end user device based on
the identifier of the second end user device received by the device
receiving code segment, wherein the information guide includes
instructions for the first end user device.

2. The non-transitory computer-readable medium according to claim 1,
wherein the uploading code segment initiates uploading of the information
guide to the second end user device in response to the device receiving
code segment receiving the identifier of the second end user device.

3. The non-transitory computer-readable medium according to claim 1,
further comprising: a request receiving code segment that receives a
request to initiate uploading of the information guide to the second end
user device, wherein the uploading code segment initiates uploading of
the information guide to the second end user device in response to the
request receiving code segment receiving the request to initiate
uploading of the information guide to the second end user device.

4. The non-transitory computer-readable medium according to claim 3,
further comprising: a configuration monitoring code segment that monitors
the first end user device for an abnormality, wherein the uploading code
segment initiates uploading of the information guide to the second end
user device in response to the configuration monitoring code segment
monitoring the abnormality.

5. The non-transitory computer-readable medium according to claim 4,
wherein the information guide includes instructions for resolving the
abnormality monitored by the monitoring code segment.

6. The non-transitory computer-readable medium according to claim 4,
wherein the configuration monitoring code segment transmits an
instruction to the first end user device that instructs the first end
user device to enter a safe mode in response to monitoring the
abnormality.

7. The non-transitory computer-readable medium according to claim 1,
further comprising: a customer service request receiving code segment
that receives a request to initiate uploading of the information guide to
the second end user device when the user is interacting with a customer
service representative, wherein the uploading code segment initiates
uploading of the information guide to the second end user device in
response to the customer service request receiving code segment receiving
the request.

8. The non-transitory computer-readable medium according to claim 1,
further comprising: a format receiving code segment that, when executed,
receives a requested format for the information guide from the user,
wherein the uploading code segment initiates uploading of the information
guide in the requested format.

9. The non-transitory computer-readable medium according to claim 8,
wherein the uploading code segment initiates uploading of the information
guide in a second format different than the requested format when a
process of uploading the information guide in the requested format fails.

10. The non-transitory computer-readable medium according to claim 1,
wherein the information guide is an interactive information guide.

11. The non-transitory computer-readable medium according to claim 10,
wherein the interactive information guide is configured to receive a
description of an abnormality from the user and provide at least one
suggested resolution.

12. The non-transitory computer-readable medium according to claim 1,
further comprising: a user history monitoring code segment that monitors
a history of the first end user device in association with the user; and
an information guide updating code segment that updates the information
guide based on the history of the user that is monitored by the user
history monitoring code segment.

13. The non-transitory computer-readable medium according to claim 1,
further comprising: a device history monitoring code segment that
monitors a history of the first end user device in association with at
least one additional user; and an information guide updating code segment
that updates the information guide based on the history of the first end
user device that is monitored by the device history monitoring code
segment.

14. The non-transitory computer-readable medium according to claim 1,
further comprising: an alternative device receiving code segment that
receives an identifier of an alternative end user device different than
the second end user device from the user, wherein the uploading code
segment initiates uploading of the information guide to the alternative
end user device based on the identifier of the alternative end user
device when a process of uploading the information guide to the second
end user device fails.

15. The non-transitory computer-readable medium according to claim 1,
further comprising: an unsuccessful resolution receiving code segment
that receives an indication from the user that an unresolved problem
remains after the uploading code segment initiates uploading of the
information guide to the second end user device; and an alternative
resolution receiving code segment that transmits at least one alternative
resolution option to the second end user device in response to the
unsuccessful resolution receiving code segment receiving the indication
that an unresolved problem remains.

16. The non-transitory computer-readable medium according to claim 1,
wherein the second end user device is different than the first end user
device.

17. A method for providing an information guide of a first end user
device to a user of the first end user device, comprising: receiving,
with a network receiver, an identifier of a second end user device from
the user; and initiating, with a network transmitter, uploading of the
information guide to the second end user device based on the identifier
of the second end user device received by the network receiver, wherein
the information guide includes instructions for the first end user
device.

18. The method according to claims 17, further comprising: monitoring the
first end user device for an abnormality, wherein uploading of the
information guide to the second end user device is initiated in response
to monitoring the abnormality, and the information guide includes
instructions for resolving the abnormality.

19. A system for providing an information guide of a first end user
device to a user of the first end user device, comprising: a storage that
stores the information guide, the information guide including
instructions for the first end user device; a receiver that receives an
identifier of a second end user device from the user; and a network
transmitter that initiates uploading of the information guide to the
second end user device based on the identifier of the second end user
device received by the receiver.

20. The system according to claims 19, further comprising: a monitor that
monitors the first end user device for an abnormality, wherein the
network transmitter initiates uploading of the information guide to the
second end user device in response to the monitor monitoring the
abnormality, and the information guide includes instructions for
resolving the abnormality.

Description:

BACKGROUND

[0001] 1. Field of the Disclosure

[0002] The present disclosure generally relates to the field of
information delivery. More specifically, the present disclosure relates
to the field of electronically providing installation, troubleshooting,
and product information guides to users.

[0003] 2. Background Information

[0004] Service providers and manufacturers often provide pre-installed
installation, troubleshooting, and product information guides with end
user devices. Service providers and manufacturers also typically provide
electronic, paper-based, or web-based installation, troubleshooting, and
product information guides in addition to, or as an alternative to, the
pre-installed information guides. These guides are generally not
interactive and are sometimes difficult for users to parse for specific
troubleshooting. Moreover, it may be difficult to keep track of such
information guides or to access these information guides.

[0005] When users are unable to access or parse installation,
troubleshooting, or product information guides for specific information,
the users generally call a customer support help desk.

BRIEF DESCRIPTION OF THE DRAWINGS

[0006] FIG. 1 shows an exemplary general computer system that includes a
set of instructions for providing an information guide to a user.

[0007]FIG. 2 is an exemplary system for providing an information guide to
a user, according to an aspect of the present disclosure.

[0008]FIG. 3 is an exemplary method for providing an information guide to
a user, according to an aspect of the present disclosure.

DETAILED DESCRIPTION

[0009] In view of the foregoing, the present disclosure, through one or
more of its various aspects, embodiments and/or specific features or
sub-components, is thus intended to bring out one or more of the
advantages as specifically noted below.

[0010] According to an embodiment of the present disclosure, a
non-transitory computer-readable medium that includes an executable
program for providing an information guide of a first end user device to
a user of the first end user device is provided. The computer-readable
medium includes a device receiving code segment that receives an
identifier of a second end user device from the user. An uploading code
segment, when executed, initiates uploading of the information guide to
the second end user device based on the identifier of the second end user
device received by the device receiving code segment. The information
guide includes instructions for the first end user device.

[0011] According to one aspect of the present disclosure, the uploading
code segment initiates uploading of the information guide to the second
end user device in response to the device receiving code segment
receiving the identifier of the second end user device.

[0012] According to another aspect of the present disclosure, the
computer-readable medium further includes a request receiving code
segment that receives a request to initiate uploading of the information
guide to the second end user device. In this regard, the uploading code
segment initiates uploading of the information guide to the second end
user device in response the request receiving code segment receiving the
request to initiate uploading of the information guide to the second end
user device.

[0013] According to yet another aspect of the present disclosure, the
computer-readable medium further includes a configuration monitoring code
segment that monitors the first end user device for an abnormality. In
this regard, the uploading code segment initiates uploading of the
information guide to the second end user device in response to the
configuration monitoring code segment monitoring the abnormality.

[0014] According to still another aspect of the present disclosure, the
information guide includes instructions for resolving the abnormality
monitored by the monitoring code segment.

[0015] According to an additional aspect of the present disclosure, the
configuration monitoring code segment transmits an instruction to the
first end user device that instructs the first end user device to enter a
safe mode in response to monitoring the abnormality.

[0016] According to another aspect of the present disclosure, the
computer-readable medium further includes a customer service request
receiving code segment that receives a request to initiate uploading of
the information guide to the second end user device when the user is
interacting with a customer service representative. In this regard, the
uploading code segment initiates uploading of the information guide to
the second end user device in response to the customer service request
receiving code segment receiving the request.

[0017] According to yet another aspect of the present disclosure, the
computer-readable medium further includes a format receiving code segment
that, when executed, receives a requested format for the information
guide from the user. The uploading code segment initiates uploading of
the information guide in the requested format.

[0018] According to still another aspect of the present disclosure, the
uploading code segment initiates uploading of the information guide in a
second format different than the requested format when a process of
uploading the information guide in the requested format fails.

[0019] According to an additional aspect of the present disclosure, the
information guide is an interactive information guide.

[0020] According to another aspect of the present disclosure, the
interactive information guide is configured to receive a description of
an abnormality from the user and provide at least one suggested
resolution.

[0021] According to yet another aspect of the present disclosure, the
computer-readable medium further includes a user history monitoring code
segment that monitors a history of the first end user device in
association with the user, and an information guide updating code segment
that updates the information guide based on the history of the user that
is monitored by the user history monitoring code segment.

[0022] According to still another aspect of the present disclosure, the
computer-readable medium further includes a device history monitoring
code segment that monitors a history of the first end user device in
association with at least one additional user, and an information guide
updating code segment that updates the information guide based on the
history of the first end user device that is monitored by the device
history monitoring code segment.

[0023] According to an additional aspect of the present disclosure, the
computer-readable medium further includes an alternative device receiving
code segment that receives an identifier of an alternative end user
device different than the second end user device from the user. The
uploading code segment initiates uploading of the information guide to
the alternative end user device, based on the identifier of the
alternative end user device when a process of uploading the information
guide to the second end user device fails.

[0024] According to another aspect of the present disclosure, the
computer-readable medium further includes an unsuccessful resolution
receiving code segment that receives an indication from the user that an
unresolved problem remains after the uploading code segment initiates
uploading of the information guide to the second end user device. An
alternative resolution receiving code segment transmits at least one
alternative resolution option to the second end user device in response
to the unsuccessful resolution receiving code segment receiving the
indication that an unresolved problem remains.

[0025] According to yet another aspect of the present disclosure, the
second end user device is different than the first end user device.

[0026] According to another embodiment of the present disclosure, a method
for providing an information guide of a first end user device to a user
of the first end user device is provided. The method includes receiving,
with a network receiver, an identifier of a second end user device from
the user. The method further includes initiating, with a network
transmitter, uploading of the information guide to the second end user
device based on the identifier of the second end user device received by
the network receiver. The information guide includes instructions for the
first end user device.

[0027] According to one aspect of the present disclosure, the method
further includes monitoring the first end user device for an abnormality.
In this regard, uploading of the information guide to the second end user
device is initiated in response to monitoring the abnormality, and the
information guide includes instructions for resolving the abnormality.

[0028] According to another embodiment of the present disclosure, a system
for providing an information guide of a first end user device to a user
of the first end user device is provided. The system includes a storage
that stores the information guide. The information guide includes
instructions for the first end user device. A receiver receives an
identifier of a second end user device from the user. A network
transmitter initiates uploading of the information guide to the second
end user device based on the identifier of the second end user device
received by the receiver.

[0029] According to one aspect of the present disclosure, the system
further includes a monitor that monitors the first end user device for an
abnormality. In this regard, the network transmitter initiates uploading
of the information guide to the second end user device in response to the
monitor monitoring the abnormality, and the information guide includes
instructions for resolving the abnormality.

[0030] FIG. 1 is an illustrative embodiment of a general computer system,
on which a method for providing an information guide of an end user
device can be implemented, which is shown and is designated 100. The
computer system 100 can include a set of instructions that can be
executed to cause the computer system 100 to perform any one or more of
the methods or computer based functions disclosed herein. The computer
system 100 may operate as a standalone device or may be connected, for
example, using a network 101, to other computer systems or peripheral
devices.

[0031] In a networked deployment, the computer system may operate in the
capacity of a server or as a client user computer in a server-client user
network environment, or as a peer computer system in a peer-to-peer (or
distributed) network environment. The computer system 100 can also be
implemented as or incorporated into various devices, such as a personal
computer (PC), a tablet PC, a set-top box (STB), a personal digital
assistant (PDA), a mobile device, a global positioning satellite (GPS)
device, a palmtop computer, a laptop computer, a desktop computer, a
communications device, a wireless telephone, a land-line telephone, a
control system, a camera, a scanner, a facsimile machine, a printer, a
pager, a personal trusted device, a web appliance, a network router,
switch or bridge, or any other machine capable of executing a set of
instructions (sequential or otherwise) that specify actions to be taken
by that machine. In a particular embodiment, the computer system 100 can
be implemented using electronic devices that provide voice, video or data
communication. Further, while a single computer system 100 is
illustrated, the term "system" shall also be taken to include any
collection of systems or sub-systems that individually or jointly execute
a set, or multiple sets, of instructions to perform one or more computer
functions.

[0032] As illustrated in FIG. 1, the computer system 100 may include a
processor 110, for example, a central processing unit (CPU), a graphics
processing unit (GPU), or both. Moreover, the computer system 100 can
include a main memory 120 and a static memory 130 that can communicate
with each other via a bus 108. As shown, the computer system 100 may
further include a video display unit 150, such as a liquid crystal
display (LCD), an organic light emitting diode (OLED), a flat panel
display, a solid state display, or a cathode ray tube (CRT).
Additionally, the computer system 100 may include an input device 160,
such as a keyboard, and a cursor control device 170, such as a mouse. The
computer system 100 can also include a disk drive unit 180, a signal
generation device 190, such as a speaker or remote control, and a network
interface device 140.

[0033] In a particular embodiment, as depicted in FIG. 1, the disk drive
unit 180 may include a computer-readable medium 182 in which one or more
sets of instructions 184, e.g. software, can be embedded. A
computer-readable medium 182 is a tangible article of manufacture, from
which sets of instructions 184 can be read. Further, the instructions 184
may embody one or more of the methods or logic as described herein. In a
particular embodiment, the instructions 184 may reside completely, or at
least partially, within the main memory 120, the static memory 130,
and/or within the processor 110 during execution by the computer system
100. The main memory 120 and the processor 110 also may include
computer-readable media.

[0034] In an alternative embodiment, dedicated hardware implementations,
such as application specific integrated circuits, programmable logic
arrays and other hardware devices, can be constructed to implement one or
more of the methods described herein. Applications that may include the
apparatus and systems of various embodiments can broadly include a
variety of electronic and computer systems. One or more embodiments
described herein may implement functions using two or more specific
interconnected hardware modules or devices with related control and data
signals that can be communicated between and through the modules, or as
portions of an application-specific integrated circuit. Accordingly, the
present system encompasses software, firmware, and hardware
implementations.

[0035] In accordance with various embodiments of the present disclosure,
the methods described herein may be implemented by software programs
executable by a computer system. Further, in an exemplary, non-limited
embodiment, implementations can include distributed processing,
component/object distributed processing, and parallel processing.
Alternatively, virtual computer system processing can be constructed to
implement one or more of the methods or functionality as described
herein.

[0036] The present disclosure contemplates a computer-readable medium 182
that includes instructions 184 or receives and executes instructions 184
responsive to a propagated signal, so that a device connected to a
network 101 can communicate voice, video or data over the network 101.
Further, the instructions 184 may be transmitted or received over the
network 101 via the network interface device 140.

[0037] According to an embodiment of the present application, the
computer-readable medium 182 includes an executable program. The
computer-readable medium 182 may be executed in a system 200, as
generally shown in FIG. 2, to provide an information guide 202 of a first
end user device 204 to a user of the first end user device 204. Of
course, those skilled in the art appreciate that the system 200 shown in
FIG. 2 is merely an exemplary system and that the computer-readable
medium 182 may be executed by, or in, additional, or alternative,
systems.

[0038] The information guide 202 may be an installation manual for the
first end user device 204, a troubleshooting manual for the first end
user device 204, a product information manual for the first end user
device 204, or any combination thereof. The information guide 202 is an
electronic guide that may be transmitted via a network 206. The
information guide 202 includes instructions for the first end user device
204. The information guide 202 may be text-based, audio-based,
video-based, or any combination thereof. Of course, those skilled in the
art appreciate that the above-described examples are merely exemplary and
are not meant to be limiting or exhaustive. Any information guide that is
commonly known and understood may be used within the scope of the present
application.

[0039] The network 206, by which the electronic information guide 202 may
be transmitted, is shown in FIG. 2 as a wireless network. In this regard,
those skilled in the art appreciate that the network 206 may be any type
of wireless network, or any additional type of network, commonly known
and understood in the art, such as, but not limited to, a local area
network, a wide area network, the Internet, a Bluetooth network, a wired
network, or any other network.

[0040] The first end user device 204 may be any device that is used by an
end user, such as, but not limited to, a television, a computer, a home
theater system, a telephone, a personal data assistant, a facsimile
machine, etc. The first end user device 204 is not to be limited to
retail devices, and may further include any consumer premises equipment
such as, but not limited to, a set-top-box, a digital video recorder, a
modem, etc. Moreover, the first end user device 204 is not to be limited
to devices, per se. That is, those skilled in the art appreciate that the
first end user device 204 may include services, such as, but not limited
to, a television service, a telephone service, an internet service, etc.
Of course, those skilled in the art further appreciate that the
above-described examples are merely exemplary and are not meant to be
limiting or exhaustive.

[0041] The computer-readable medium 182 includes a device receiving code
segment that receives an identifier of a second end user device 208 from
the user. The second end user device 208 is generally different than the
first end user device 204 and may be any device that is adapted to
electronically receive the information guide 202. For example, the second
end user device 208 may be a television, a computer, a home theater
system, a telephone, a personal data assistant, a facsimile machine, etc.
The second end user device 208 is also not limited to retail devices, and
may further include any consumer premises equipment such as, but not
limited to, a set-top-box, digital video recorder, etc. The
above-described examples are merely exemplary and are not meant to be
limiting or exhaustive.

[0042] The identifier of the second end user device 208 identifies the
second end user device 208 or is associated with the second end user
device 208 such that the information guide 202 may be transmitted to the
second end user device 208 via the network 206. The identifier may be,
for example, a telephone number or facsimile number of the second end
user device 208 such that the information guide 202 may be transmitted to
the second end user device 208 via a telephone network. The identifier
may also be an Internet Protocol (IP) number, domain name, E.164 Number
(ENUM), or internet facsimile number such that the information guide 202
may be transmitted to the second end user device 208 via a computer
network. According to an embodiment of the present application, the
identifier is specifically associated with the second end user device,
and is not associated with any other end user device. That is, the
identifier identifies a particular device and is not, for example, an
email address which is used in conjunction with multiple end user devices
but which does not identify a particular end user device. Of course,
those skilled in the art appreciate that the above-described examples are
merely exemplary and are not meant to be limiting or exhaustive.

[0043] According to an exemplary embodiment of the present application,
the identifier of the second end user device 208 may be received by the
device receiving code segment during a registration process of the first
end user device 204. For example, the user of the first end user device
204 may register the first end user device 204 on a website via the
internet and provide the identifier of the second end user device 208 to
the website. Additionally, or alternatively, the user may register the
first end user device 204 via telephone or mail, and may provide the
identifier via such mediums. When the identifier of the second end user
device 208 is provided via telephone or mail, the identifier may be
manually input prior to being received by the device receiving code
segment. The identifier of the second end user device 208 may also be
input by additional, or alternative, mediums, such as, for example, via a
touch-tone key pad in response to an interactive voice response prompt.

[0044] According to the above described embodiment, when the first end
user device 204 is registered, a user of the first end user device 204
may also register or subscribe for access to a content repository of
frequently asked questions for the first end user device 204 or for the
provider or manufacturer of the first end user device 204. Information
from the content repository of frequently asked questions and additional
product notifications may also be provided to the second end user device
208 that is identified by the identifier. Such information may be
provided automatically or upon the user subscribing to receive such
information.

[0045] Of course, those skilled in the art appreciate that the identifier
of the second end user device 208 is not limited to being provided during
a registration process of the first end user device 204. For example, the
identifier of the second end user device 208 may be provided during an
installation process of the first end user device 204 or during a
communication session with a customer service agent.

[0046] In this regard, the computer-readable medium 182 may include a
customer service request receiving code segment that receives a request
to initiate uploading of the information guide 202 to the second end user
device 208 when the user is interacting with a customer service
representative. The customer service representative may include human
personnel or an interactive voice response agent. According to such an
embodiment, the uploading code segment initiates uploading of the
information guide 202 to the second end user device 208 in response to
the customer service request receiving code segment receiving the
request. Of course, those skilled in the art appreciate that the
above-described embodiments are merely listed for exemplary purposes and
are not to be considered limiting or exhaustive.

[0047] The computer-readable medium 182 further includes an uploading code
segment that, when executed, initiates uploading of the information guide
202 to the second end user device 208 based on the identifier of the
second end user device 208 that is received by the device receiving code
segment. The information guide 202 may be pushed to the second end user
device 208 by the uploading code segment, or the information guide 202
may be pulled from the uploading code segment by the second end user
device 208.

[0048] After the information guide 202 is uploaded to the second end user
device 208, the information guide 202 may be automatically saved on the
second end user device 208. Furthermore, any processing of the
information guide 202 may be automatic, such as, for example, if the
information guide 202 is a compressed file that needs to be uncompressed.
Moreover, after the information guide 202 is uploaded to the second end
user device 208, an application or file of the information guide 202 may
be automatically executed. For example, an installation file or video may
be automatically executed. In this regard, during an installation process
of the first end user device 204, the user may request the information
guide 202, and an instructional video for installing the first end user
device 204 may be automatically played on the second end user device 208
upon the information guide 202 being downloaded by the second end user
device 208. Many products and services have to be self installed by a
customer at her premises. Providing the installation file to the customer
saves time and money for the provider or manufacturer of a product or
service. Furthermore, users often refer to websites and search for
related video tutorials for installation of similar products or services.
Providing the installation file to the customer for the specific product
or service would satisfy the customer to a high extent.

[0049] According to an embodiment of the computer-readable medium 182, the
uploading code segment may initiate uploading of the information guide
202 to the second end user device 208 in response to the device receiving
code segment receiving the identifier of the second end user device 208.
In other words, the information guide 202 may be automatically uploaded
to the second end user device 208 when the identifier of the second end
user device 208 is received by the device receiving code segment. In this
regard, the information guide 202 may be preloaded to the second end user
device 208 before an abnormality or malfunction is detected in the first
end user device 204. Additionally, or alternatively, the information
guide 202 may be loaded to the second end user device 208 when the user
of the first end user device 204 provides the identifier of the second
end user device 208 for receiving the information guide 202.

[0050] According to another embodiment of the present application, the
computer-readable medium 182 may further include a request receiving code
segment that receives a request to initiate uploading of the information
guide 202 to the second end user device 208. In this regard, the
uploading code segment initiates uploading of the information guide 202
to the second end user device 208 in response the request receiving code
segment receiving the request to initiate uploading of the information
guide 202 to the second end user device 208. According to such an
embodiment, the user of the first end user device 204 may provide the
identifier of the second end user device 208. Thereafter, when the user
of the first end user device 204 desires or needs the information guide
202 of the first end user device 204, the user may transmit a request for
uploading the information guide 202 to the second end user device 208.

[0051] The computer-readable medium 182 may also include a configuration
monitoring code segment that monitors the first end user device 204 for
an abnormality. The abnormality may be any misconfiguration or
malfunction of the first end user device 204. The configuration
monitoring code segment may be pre-installed in the first end user device
204 or may be installed in the first end user device 204 upon demand.
Furthermore, in additional embodiments of the present application, the
configuration monitoring code segment may remotely monitor the first end
user device 204. If the configuration monitoring code segment monitors
the abnormality, the uploading code segment may initiate uploading of the
information guide 202 to the second end user device 208. The uploading
code segment may automatically initiate uploading of the information
guide 202, or the uploading code segment may prompt or request the user
of the first end user device 204 to upload the information guide 202 to
the second end user device 208.

[0052] According to the above-described embodiments of the present
application, if there are any issues with service or performance of the
first end user device 204 because of a wrong configuration or
malfunction, the information guide 202 may help identify the trouble and
prompt the user to fix the issue. For example, if the first end user
device 204 is a television and the user selects antenna as source instead
of cable and it disrupts service, the information guide 202 may be
provided to the user and the user may digitally look up the proper
configuration or malfunction to verify the settings. Moreover, the
information guide 202 that is provided to the user may further prompt the
user to verify the settings, offer a correct setting, or reference the
user to a specific portion of the information guide 202 based upon the
detected misconfiguration or malfunction.

[0053] According to such embodiments, the information guide 202 includes
instructions for resolving the abnormality monitored by the monitoring
code segment. That is, the information guide 202 includes instructions
for resolving the issues with service or performance. The instructions
may be step-by-step instructions that prompt the user with suggestions
for resolving the issues with service or performance. The instructions
may be specifically provided to the second end user device 208,
specifically referenced within the information guide 202, or generally
included within the information guide 202. Such embodiments would save
the user the time of troubleshooting the issues with service or
performance and from calling up a customer care center and getting voice
instructions from an interactive voice response agent or human personnel.

[0054] The configuration monitoring code segment of the computer-readable
medium 182 may also transmit an instruction to the first end user device
204 that instructs the first end user device 204 to enter a safe, or
troubleshooting, mode in response to monitoring the abnormality. The
instruction may be transmitted internally from within the first end user
device 204 when the configuration monitoring code segment is located
within the first end user device 204, or the instruction may be
transmitted over the network 206 to the first end user device 204 when
the configuration monitoring code segment remotely monitors the first end
user device 204. The instruction may cause the first end user device 204
to automatically enter the safe mode, or the instruction may prompt the
user of the first end user device 204 to enter the safe mode.

[0055] According to an embodiment of the present application, a format
receiving code segment, when executed, receives a requested format for
the information guide 202 from the user, and the uploading code segment
initiates uploading of the information guide 202 in the requested format.
The format for the information guide 202 may include a general file type
and, additionally, or alternatively, a particular file format. For
example, the file format may generally specify a video file, an audio
file, a text file, an image file, etc. Additionally, or alternatively,
the file format may particularly specify a Windows Media Video file, a
Joint Photographic Experts Group file, a Windows Media Audio file, a
Portable Document Formal file, etc. In this regard, if a user's
television service is down the user may receive a specific video tutorial
on her cellular telephone with instructions for troubleshooting the
downed service. Videos generally are lucid for users on how to operate a
product or service and for how to fix any common problems. However, if
there are bandwidth limitations on the user's cellular telephone or if
the user cannot receive video on her cellular phone, the user can opt for
text based prompts or instructions for installation or troubleshooting.
Of course, those skilled in the art appreciate that the above-listed
examples are merely exemplary and are not meant to be limiting or
exhaustive.

[0056] According to an embodiment of the present application, the
uploading code segment may initiate uploading of the information guide
202 in a second format different than the requested format when a process
of uploading the information guide 202 in the requested format fails. For
example, if the user requests the information guide 202 as a video file
but bandwidth limitations of the second end user device 208 prevent the
video file from being delivered, the uploading code segment may initiate
uploading of the information guide 202 as a text file. The
above-described example is merely exemplary and not limiting or
exhaustive.

[0057] Additionally, or alternatively, to the above-described embodiment,
the computer-readable medium 182 may further include an alternative
device receiving code segment that receives an identifier of an
alternative end user device 210 that is different than the second end
user device 208 from the user. In this regard, the uploading code segment
may initiate uploading of the information guide 202 to the alternative
end user device 210 based on the identifier of the alternative end user
device 210 when a process of uploading the information guide 202 to the
second end user device 208 fails. For example, if there is a problem
uploading the information guide 202 to a user's primary cell phone, the
uploading code segment may initiate uploading of the information guide
202 to a computer identified by the user. As such, there is always a
dedicated back-up channel for receiving the information guide 202. Of
course, the above-described example is merely exemplary and not limiting
or exhaustive.

[0058] According to another embodiment of the present application, the
information guide 202 is an interactive information guide 202. For
example, the information guide 202 may provide suggestions based upon
selections made by a user.

[0059] In an additional, or alternative, embodiment of the present
application, the information guide 202 may be an interactive information
guide 202 that is configured to receive a description of an abnormality
from the user and provide at least one suggested resolution. The
interactive information guide 202 may be an intelligent system which asks
the user for a problem description, decodes the problem description, and
provides suggestions or options based on the problem description. Users
typically perform web searches to get answers or help for a lot of
troubleshooting or help issues. The local search on the information guide
202 based on step-by-step user entries will help to resolve the issue
more quickly and efficiently. The interactive information guide 202 may
be viewed as a virtual technician or automated instruction guide source
for any service or product issue.

[0060] The computer-readable medium 182 of the present application may
further include an unsuccessful resolution receiving code segment that
receives an indication from the user that an unresolved problem remains
after the uploading code segment initiates uploading of the information
guide 202 to the second end user device 208. For example, in the
above-described embodiment in which the interactive information guide 202
suggests a proposed resolution to the user, the user may indicate that
the proposed resolution was unsuccessful. In response to such an
indication, an alternative resolution receiving code segment may transmit
at least one alternative resolution option to the second end user device
208 in response to the unsuccessful resolution receiving code segment
receiving the indication that an unresolved problem remains. That is, the
alternative resolution receiving code segment may propose an alternative
resolution to the user.

[0061] If the user is not successful in resolving the problem with
information from the information guide 202, the unsuccessful resolution
receiving code segment may prompt the user for alternate options, such
as, for example, offering the user to contact the provider via Internet,
text message, or voice message with the issue description. Thereafter,
the provider or manufacturer of the first end user device 204 may either
help online or upload further instructions to the user via either the
first end user device 204 or the second end user device 208.

[0062] According to the above-described embodiments, and additional
embodiments, of the present application, the information guide 202 may be
updated based upon the indication that the initial proposed resolution
was unsuccessful.

[0063] The computer-readable medium 182 may further include a user history
monitoring code segment that monitors a history of the first end user
device 204 in association with the user. In other words, the user history
monitoring code segment monitors a specific history of the user's first
end user device 204. The user history monitoring code segment may track
and log previous troubleshooting operations performed on the first end
user device 204. The user history monitoring code segment may also track
and log the configurations and changes to the configurations of the first
end user device 204. In this regard, an information guide updating code
segment may update the information guide 202 based on the history of the
user that is monitored by the user history monitoring code segment. For
example, the information guide updating code segment may update the
information guide 202 to provide troubleshooting suggestions based on
previous abnormalities detected in the first end user device 204. Of
course, those skilled in the art appreciate that the above-described
example is merely exemplary and that the information guide 202 may be
updated in any additional, or alternative, manner.

[0064] In additional, or alternative, embodiments of the present
application, the computer-readable medium 182 may further include a
device history monitoring code segment that monitors a history of the
first end user device 204 in association with at least one additional
user. The device history monitoring code segment may also monitor the
history of similar kinds of devices in the market and other demographic
information. Statistics and reviews from various sources may also be
monitored. The suggestions for the additional user's experience or
specific trouble with a similar device or service, demographic
information, statistics, and reviews may be a helpful guide for assisting
the user of the first end user device 204 in troubleshooting. According
to such embodiments, an information guide updating code segment may
update the information guide 202 based on the history of the first end
user device 204 and/or the demographic information that is monitored by
the device history monitoring code segment.

[0065] According a further embodiment of the present application, a system
is provided for providing the information guide 202 of the first end user
device 204 to the user of the first end user device 204. An exemplary
system 200 is generally indicated in FIG. 2. The system 200 may include a
storage 212 that stores the information guide 202. The storage 212 may
also store the identifier of the second end user device 208. In further
embodiments, the storage 212 may store the alternative identifier of the
alternative end user device 210, the history of the first end user device
204 in association with the user, and the history of the first end user
device 204 in association with the additional user or users.

[0066] As shown in FIG. 2, the system 200 may also include a network
receiver 214 that receives the identifier of the second end user device
208 from the user. The network receiver 214 may also receive the request
to initiate uploading of the information guide 202 to the second end user
device 208. Furthermore, in additional, or alternative embodiments, the
network receiver 214 may receive the requested format for the information
guide 202, the description of the abnormality from the user, and the
indication from the user that an unresolved problem remains after
uploading the information guide 202 to the second end user device 208.

[0067] The system 200 may further include a network transmitter 216 that
initiates uploading of the information guide 202 to the second end user
device 208 based on the identifier of the second end user device 208 that
is received by the network receiver 214. The network transmitter 216 may
also transmit the instruction to the first end user device 204 that
instructs the first end user device 204 to enter the safe mode when an
abnormality is monitored, and the alternative resolution option.

[0068] The system 200 may also include a monitor 218 that monitors the
first end user device 204 for the abnormality. In this regard, according
to an embodiment of the system 200, the network transmitter 216 initiates
uploading of the information guide 202 to the second end user device 208
in response to the monitor 218 monitoring the abnormality, and the
information guide 202 may include instructions for resolving the
abnormality.

[0069] In additional embodiments of the system 200, as shown in FIG. 2,
the system 200 includes a processor 220 that is configured to execute any
combination of the above-described code segments of the computer-readable
medium 182. As such, the system 200 may be configured to execute each and
every function of the computer-readable medium 182 as described above, in
any combination thereof.

[0070] According to an additional embodiment of the present application, a
method 300 for providing an information guide of a first end user device
to a user of the first end user device is provided. An exemplary
embodiment of the method 300 is generally shown in FIG. 3. The method 300
receives an identifier of a second end user device from the user with a
network receiver at S302, and receives a requested format for the
information guide at S304. The method monitors the first end user device
at S306, and detects an abnormality of the first end user device at S308.
In response to the detected abnormality, the method 300 initiates
uploading of the information guide to the second end user device in the
requested format with a network transmitter based on the identifier of
the second end user device at S310.

[0071] The method 300 confirms whether the information guide was uploaded
in the requested format at S312, and initiates uploading of the
information guide in a second format at S314 if the information guide was
not uploaded to the second end user device in the requested format. In
additional, or alternative, embodiments of the method 300, the method 300
initiates uploading of the information guide to an alternative end user
device at S316 in response to detecting a failed upload at S312. When it
is determined that the information guide was uploaded to the second end
user device or the alternative end user device, the method is terminated
at S318. Of course, those skilled in the art appreciate that the
above-described method 300 as shown in FIG. 3 is merely exemplary and not
meant to be limiting. The scope of the present application includes
additional methods which may include any combination of features as
discussed above and executed by the computer-readable medium 182.

[0072] Accordingly, the present invention enables enhanced delivery of an
installation, troubleshooting, or product information guide to a user
while, or before, the user is engaged in a customer care process with a
service or product provider or having trouble with a subscribed service
or product. The enhanced delivery of the information guide may include
the simultaneous carriage of voice data, text-based instructions, or
video-based instructions that guide the user through a configuration or
troubleshooting of the service or product. Also, the enhanced delivery of
the information guide may be incorporated in a help/guide application
that pushes or pulls the information guide. The enhanced delivery may be
via a wireless or wired network and may be driven by a request of the
user or a guidance map of the service or product provider. Depending on
the trouble, the information guide may provided to an end user device
specified by the user, and even to an alternate end user device specified
by the user. Pre-recorded videos, text instructions, or voice
instructions may also be provided to the end user device specified by the
user or the alternate end user device.

[0073] The present invention would assist and help the user by preloading
or loading on demand the information guide, based on detected trouble or
user described trouble, into the user's choice of end device and
according to the user's choice of delivery technique. The present
invention also allow on demand downloading of the information guide into
a customer premise equipment or the service provider uploading that for
the user. It can be applicable to varied types of services or products to
which the user may subscribe. Depending on the device or service, the
information guide may be accessed and presented to the user in various
interactive ways. For example, in electronic devices the information
guide can prompt the user about current changes made, the user can also
voice command or enter specific codes to describe a problem to the
information guide. The information guide may then respond with a filtered
set of probable causes of the problem.

[0074] The present invention would help reducing customer care traffic for
basic and critical problems which may be fixed by the user herself if
guided properly. Significant load to customer service centers will be
reduced. Reduction in call volumes to the customer care centers for
trivial and common issues will also lead to less waiting times for other
customers and hence lead to improved customer satisfaction. The present
invention would cut down a significant cost spent by service providers
and product manufacturers for educating the customers to use services and
products and to troubleshoot simple issues. The present invention would
also highly satisfy a class of users as they are able to fix issues
sooner and do not have to wait long on a customer service call. Moreover,
the present invention would save the user time and frustration from
calling a customer care center and getting voice instructions from an IVR
or human personnel.

[0075] Although the invention has been described with reference to several
exemplary embodiments, it is understood that the words that have been
used are words of description and illustration, rather than words of
limitation. Changes may be made within the purview of the appended
claims, as presently stated and as amended, without departing from the
scope and spirit of the invention in its aspects. Although the invention
has been described with reference to particular means, materials and
embodiments, the invention is not intended to be limited to the
particulars disclosed; rather the invention extends to all functionally
equivalent structures, methods, and uses such as are within the scope of
the appended claims.

[0076] For example, the present application is described as providing an
information guide of the first end user device to the user of the first
end user device. In this regard, it is to be understood that the
information guide is not limited solely to an information guide per se.
For example, the information guide may be an installation guide.
Moreover, the information guide may be a troubleshooting guide. In other
words, the information guide is not to be limited solely to a product
manual.

[0077] While the computer-readable medium 182 is shown to be a single
medium, the term "computer-readable medium" includes a single medium or
multiple media, such as a centralized or distributed database, and/or
associated caches and servers that store one or more sets of
instructions. The term "computer-readable medium" shall also include any
medium that is capable of storing, encoding or carrying a set of
instructions for execution by a processor or that cause a computer system
to perform any one or more of the methods or operations disclosed herein.

[0078] The computer-readable medium 182 may comprise a non-transitory
computer-readable medium or media and/or comprise a transitory
computer-readable medium or media. In a particular non-limiting,
exemplary embodiment, the computer-readable medium 182 can include a
solid-state memory such as a memory card or other package that houses one
or more non-volatile read-only memories. Further, the computer-readable
medium 182 can be a random access memory or other volatile re-writable
memory. Additionally, the computer-readable medium 182 can include a
magneto-optical or optical medium, such as a disk or tapes or other
storage device to capture carrier wave signals such as a signal
communicated over a transmission medium. Accordingly, the disclosure is
considered to include any computer-readable medium or other equivalents
and successor media, in which data or instructions may be stored.

[0079] Although the present specification describes components and
functions that may be implemented in particular embodiments with
reference to particular standards and protocols, the disclosure is not
limited to such standards and protocols. Such standards are periodically
superseded by faster or more efficient equivalents having essentially the
same functions. Accordingly, replacement standards and protocols having
the same or similar functions are considered equivalents thereof.

[0080] The illustrations of the embodiments described herein are intended
to provide a general understanding of the structure of the various
embodiments. The illustrations are not intended to serve as a complete
description of all of the elements and features of apparatus and systems
that utilize the structures or methods described herein. Many other
embodiments may be apparent to those of skill in the art upon reviewing
the disclosure. Other embodiments may be utilized and derived from the
disclosure, such that structural and logical substitutions and changes
may be made without departing from the scope of the disclosure.
Additionally, the illustrations are merely representational and may not
be drawn to scale. Certain proportions within the illustrations may be
exaggerated, while other proportions may be minimized. Accordingly, the
disclosure and the figures are to be regarded as illustrative rather than
restrictive.

[0081] One or more embodiments of the disclosure may be referred to
herein, individually and/or collectively, by the term "invention" merely
for convenience and without intending to voluntarily limit the scope of
this application to any particular invention or inventive concept.
Moreover, although specific embodiments have been illustrated and
described herein, it should be appreciated that any subsequent
arrangement designed to achieve the same or similar purpose may be
substituted for the specific embodiments shown. This disclosure is
intended to cover any and all subsequent adaptations or variations of
various embodiments. Combinations of the above embodiments, and other
embodiments not specifically described herein, will be apparent to those
of skill in the art upon reviewing the description.

[0082] The Abstract of the Disclosure is provided to comply with 37 C.F.R.
§1.72(b) and is submitted with the understanding that it will not be
used to interpret or limit the scope or meaning of the claims. In
addition, in the foregoing Detailed Description, various features may be
grouped together or described in a single embodiment for the purpose of
streamlining the disclosure. This disclosure is not to be interpreted as
reflecting an intention that the claimed embodiments require more
features than are expressly recited in each claim. Rather, as the
following claims reflect, inventive subject matter may be directed to
less than all of the features of any of the disclosed embodiments. Thus,
the following claims are incorporated into the Detailed Description, with
each claim standing on its own as defining separately claimed subject
matter.

[0083] The above disclosed subject matter is to be considered
illustrative, and not restrictive, and the appended claims are intended
to cover all such modifications, enhancements, and other embodiments
which fall within the true spirit and scope of the present disclosure.
Thus, to the maximum extent allowed by law, the scope of the present
disclosure is to be determined by the broadest permissible interpretation
of the following claims and their equivalents, and shall not be
restricted or limited by the foregoing detailed description.